My First Complaint...........

Decorating By susanscakecreations Updated 5 Oct 2010 , 5:35pm by susanscakecreations

susanscakecreations Posted 5 Oct 2010 , 12:22pm
post #1 of 20

Morning everyone................I don't know what to think.............I emailed the girl I made the firetruck wedding cake for, and asked her how she and everyone liked it, 'cause that's how I am .......I think I gotta have feedback.........well, I got it...........here's what she said:

"The cake looked amazing! The fireman and the bride had so much detail and looked awesome. We have saved the fire truck for our 1 yr. anniversary and went ahead and cut the top layer. But we want to be honest. We thought the fondant was kind of thick and chewy and the cake didn't really have a lot of flavor. But it was absolutely adorable and we had a lot of compliments on the appearance of the cake, but also had some complaints on the taste."

To say I am devastated would be an understatement......I have made this same cake many, many, many times...............how can a double chocolate fudge cake with fudge filling and vanilla buttercream not have any taste???????????? But I get the fondant thing, some people like it, some don't...........just how it goes...............
I have a wedding cake to do in November for a good friend of mine, but I think after that, I don't know if I will be doing any more wedding cakes..................don't know if it's worth it...............................
Thanks for listening......................

19 replies
Karen421 Posted 5 Oct 2010 , 12:35pm
post #2 of 20

Don't get discouraged, everyone has that happen once in a while. Some times without the very nice compliment on the finishing. It will be OK!!! thumbs_up.gifthumbs_up.gif

matthewkyrankelly Posted 5 Oct 2010 , 12:39pm
post #3 of 20

Beautiful cake. You asked and got an answer. so where do you go?

Don't give up. Investigate and test your product. How long before you served the cake did you bake it?

Is the cake sweet enough? If the fondant is very sweet and the cake is not, the cake might seem more like bread than cake. Like when you drink a soda with cake - never tastes sweet.

Does the flavor need to be punched up a bit? You never know. Bake a cake. Frost it, fill it, and put some fondant on it. Then leave it for the same amount of time you left this cake. Does your cake hold up over time? Some flavors fall off with time. You may need to add more background flavors to your chocolate, ie vanilla, salt, coffee, butter - all can enhance the flavor profile.

So don't get discouraged. Maybe they didn't like it. Who really knows? It sounded delicious. But, If it was me, I'd bake a test cake and get some honest feedback.

Christy0722 Posted 5 Oct 2010 , 12:42pm
post #4 of 20

I'm sorry this happened to you and I send you (((HUGS))). BUT....don't let it get you down. Everyone has their own idea of what tastes good.
Prime example....my mother absolutely LOVES a classic white cake....I don't care for it. To me, it tastes funny icon_razz.gif and I would rather have a nice fudgy chocolate! thumbs_up.gif
Also, I have some friends who absolutely love the WASC cake with extra almond flavoring....to me....YUCK!! To them, DELICIOUS!!

Keep your chin up and don't quit doing something you love doing!

aswartzw Posted 5 Oct 2010 , 12:55pm
post #5 of 20

No worries and don't let this one stop you from doing wedding cakes.

Just think about it: some people like Crisco BC, others hate it; some like SMBC; others hate it; some people like raspberry filling; others hate it; some love chocolate, others hate it (like my cousin, serious!).

You can't please everyone and it might benefit you in the future not to do follow-ups. There really is not point and unless they really have an issue with something, they liked it well enough not to contact you. thumbs_up.gif

PistachioCranberry Posted 5 Oct 2010 , 1:07pm
post #6 of 20

Did they do a tasting of this cake before ordering their wedding cake? If so, did you follow the recipe to a "T" like with the tasting? You can't please everyone, so don't throw in the towel.

susanscakecreations Posted 5 Oct 2010 , 1:12pm
post #7 of 20

Thank you all for the hugs and advice! It really helps!
I know you can't please everyone all the time...............guess I just needed to get the sting of it out of my system.........and aswartzw, you're right...........I guess I don't need to do any follow ups!!!!!!! icon_surprised.gif

susanscakecreations Posted 5 Oct 2010 , 1:42pm
post #8 of 20
Quote:
Originally Posted by da757deevalibra

Did they do a tasting of this cake before ordering their wedding cake? If so, did you follow the recipe to a "T" like with the tasting? You can't please everyone, so don't throw in the towel.




Well, no, not an actual tasting, because I am an at home-baker and I don't do tastings; but they HAVE had the same chocolate cake.......I had made a double chocolate andes mint cake for her for her mother's birthday, (SAME recipe) and they didn't say anything bad about that..............and yes, I followed the recipe to a "T"!!!!
No, I'm not throwing in the towel, just a little hurt, disappointed after putting in so much time and effort............

PistachioCranberry Posted 5 Oct 2010 , 2:10pm
post #9 of 20

Well, that sounds like what it was. It was so much chocolate and not another flavor, so it didn't have that same punch as the mint chocolate cake. I am the same way with a chocolate on chocolate on chocolate anything. I love chocolate, but that much can be over powering.

susanscakecreations Posted 5 Oct 2010 , 2:15pm
post #10 of 20
Quote:
Originally Posted by da757deevalibra

Well, that sounds like what it was. It was so much chocolate and not another flavor, so it didn't have that same punch as the mint chocolate cake. I am the same way with a chocolate on chocolate on chocolate anything. I love chocolate, but that much can be over powering.




Yes, it must have been chocolate overload.........some people like it, some don't..........just like the fondant...........but that's what she wanted, and I was trying to make her happy...............next time someone requests this I'll suggest that maybe they don't go with so much chocolate..........thanks....you all really have helped me feel better!!!!!

PistachioCranberry Posted 5 Oct 2010 , 2:30pm
post #11 of 20

Yea, and some people THINK they like it. I was the same way. I was like "I loooove chocolate, so I can eat that much at one time with no problem". Lmao, I quickly found out that it's not for me. Now, that mint chocolate cake you spoke of, that's me all day. Yum!

susanscakecreations Posted 5 Oct 2010 , 2:40pm
post #12 of 20
Quote:
Originally Posted by da757deevalibra

Yea, and some people THINK they like it. I was the same way. I was like "I loooove chocolate, so I can eat that much at one time with no problem". Lmao, I quickly found out that it's not for me. Now, that mint chocolate cake you spoke of, that's me all day. Yum!




The mint was my daughter's idea for her birthday cake this year, and it's become kind of my 'signature' cake...........it's the Amazing WASC chocolate cake recipe with mint buttercream filling, covered in mint flavored chocolate ganache............now as for myself......not that much of a mint chocolate lover, but this cake is killer good! icon_wink.gif

BARBARAJEAN Posted 5 Oct 2010 , 2:56pm
post #13 of 20

They did save the one cake so it could not have bothered them that much.
So.....who at a wedding is mean enough to say the cake was not good. ?

Kiddiekakes Posted 5 Oct 2010 , 4:08pm
post #14 of 20

In my opinion...doing follow ups is just asking for trouble or something for the client to complain about..Don't get me wrong..I welcome and appreciate feedback but when you ask... some people spill it all like verbal vomit and may have never done so if you didn't ask..About fondant..I always make the customer aware that it is a type of rolled icing that is not always liked by everyone and you either like the taste and texture or not..That way you have given them the heads up and they can then decide if they want it or not.As for the cake flavor..maybe test it to see if there is an issue and adddress it.Don't quit..We all have days and customers who upset us and makes us doubt our abilities and worth...Head up!!

FloraFlora Posted 5 Oct 2010 , 5:00pm
post #15 of 20

Don't be discouraged! Learn from this and grow from it!
I made a cake for a friend's wedding. She didn't say anything at all, (she actually raved about it and kept thanking me), but I was at the wedding myself. The cake was totally dry. I saw lots of people only took a bite or two and put it away.
I did feel sad about it, but I didn't give up. I looked for the cause of the dryness and improved my recipe.
Last weekend was my b-i-l's wedding. I made the same cake flavour, it was a hit! icon_smile.gif I am so glad I didn't give up my passion.
I'm sure you'd feel the same next time a good cake is produced from your kitchen!

kger Posted 5 Oct 2010 , 5:25pm
post #16 of 20

Wait a minute, she had some "complaints on the taste?" Who complains about a wedding cake to the bride, apart from the groom and her immediate family. It's certainly not random guests. And even then, when are they casually eating this cake that they can sit around and analyze it? The next day after it's been in the refrigerator and gotten stale? (because average ppl tend to store cake there).

Seriously, cake is cake. It is flour + butter + sugar = delicious. Unless someone mistook salt in place of sugar, it's all good, and I think anyone would happily eat it unless they didn't really like cake to begin with. Most of us cakers have a pretty discerning palate when it comes to cake, so I would say a caker could complain about the taste, but not the average joe, who is used to grocery store cake. And even as a caker, I might comment on a cake being too dry or something (like at Cake Love), but I certainly wouldn't turn it down if offered some.

My cousin got married a few months ago and later that night a bunch of us were gathered in the kitchen at my aunt's house eating cake, and a few of us noted it was very almondy, but that didn't stop us from eating a few pieces each. So I think she may be exaggerating a little when she said she had some "complaints on the taste." I wouldn't take it personally.

Ekaba Posted 5 Oct 2010 , 5:28pm
post #17 of 20

Don't give up! It happens sometimes. If you can, have a tasting before hand. I hear that people charge a small fee for it(to cover cost of ingredients, etc) that way they can tell you right then and there how they feel about the cake. It's probably in the best interest of the client to insist on a tasting.

kger Posted 5 Oct 2010 , 5:29pm
post #18 of 20

Plus, didn't you solicit feedback from her? I wouldn't really call it a complaint because she didn't seek you out to discuss her displeasure with her cake. You contacted her to get genuine feedback, right?

Spuddysmom Posted 5 Oct 2010 , 5:32pm
post #19 of 20

I thought the bride sounded quite sweet,especially when you read some of the way other brides have communicated with their vendors after the fact. She must have felt you were asking for an honest critique and she gave a really positive one. Look at the compliments on your design - how everyone loved it: "amazing" "awesome" "adorable" "compliments on the appearance" those are words to warm your heart! you know you got the whole design thing down! The concerns about the taste are something to consider and you have already got good feeback on that.

Have you just begun to charge for your work, or have you been doing this professionally for a while? Most pros I know don't ordinarily request feedback. Of course, you want to make sure your cake tastes as wonderful as possible, so work on the fondant and try out some new flavors/recipes and keep growing.

From the Bride's response it sounds like a really impressive, fun cake!

susanscakecreations Posted 5 Oct 2010 , 5:35pm
post #20 of 20
Quote:
Originally Posted by kger

Plus, didn't you solicit feedback from her? I wouldn't really call it a complaint because she didn't seek you out to discuss her displeasure with her cake. You contacted her to get genuine feedback, right?




Yeah, you're totally right............I DID ask for it.............and I got it.........but I tasted the cake as I leveled it (bad habit!) and it was good, really good........and my son tried the fudge filling (melted chocolate chips and sweetend condensed milk - he loved it! - what's NOT to love about fudge!) so I thought they would love it.........but like I said, you just can't please all the people all the time!!!!!!!
So I have learned my lesson..................don't go asking for trouble!!!!!!!!! icon_wink.gif

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